Complaints Policy

Introduction

Barnardiston Hall Preparatory School prides itself on the quality of the teaching and pastoral care provided to its pupils.  However, if parents / carers/ staff / pupils / social workers / or other* (*hereafter known as the complainant) do have a complaint, they can expect it to be treated by the School in accordance with this Procedure.  This Policy refers to parents of pupils throughout the School, including the Early Years Foundation Stage.

Stage 1 – Informal Resolution

$1·        It is hoped that most complaints and concerns will be resolved quickly and informally. 

$1·        If parents / carers / social workers / or other have a complaint they should normally contact the son / daughter’s teacher.  In many cases, the matter will be resolved straightaway by this means to the satisfaction of those concerned.  If the teacher cannot resolve the matter alone, it may be necessary to consult the Headmaster, Mr Tim Dodgson.

$1·        Complaints made directly to the Headmaster will usually be referred to the relevant Teacher or Matron unless the Headmaster deems it appropriate for him to deal with the matter personally. 

$1·        Written records will be kept of all complaints indicating at which stage they were resolved.  Should the matter not be resolved within one week or, in the event that the Form Teacher or Matron and the parent fail to reach a satisfactory resolution then parents will be advised to proceed with their complaint in accordance with Stage 2 of this procedure.

 

Stage 2 – Formal Resolution

$1·        If the complaint cannot be resolved on an informal basis, then the parents should put their complaint in writing to the Headmaster.  The Headmaster will decide, after considering the complaint, the appropriate course of action to take.   

$1·        In most cases, The Headmaster will meet or speak to the complainant and this will   normally within 3 days of receiving the complaint, to discuss the matter.  If possible, a resolution will be reached at this stage.

$1·        It may be necessary for The Headmaster to carry out further investigations.

$1·        The Headmaster will keep written records of all meetings and interviews held in relation to the complaint.

$1·        Once The Headmaster is satisfied that, so far as is practicable, all of the relevant facts have been established, a decision will be made and the complainant will be informed of this decision in writing within 28 days.  The Headmaster will also give reasons for his decision.

$1·        If the complainant is still not satisfied with the decision, they should proceed to Stage 3 of this Procedure.

Stage 3 – Panel Hearing

$1·        If the complainant seeks to invoke Stage 3 (following a failure to reach an earlier resolution), they will be referred to the Chair of the Advisory Council, Mrs Verity White, who has been appointed by The Headmaster to call hearings of the Complaints Panel.   

        

$1·        The matter will then be referred to the Complaints Panel for consideration. The Panel will consist of at least three persons not directly involved in the matters detailed in the complaint, one of whom shall be independent of the management and running of the school.  Each of the Panel members shall be appointed by The Headmaster.  The Chair, on behalf of the Panel, will then acknowledge the complaint and schedule a hearing to take place as soon as practicable and normally within 20 days.

$1·        If the Panel deems it necessary, it may require that further particulars of the complaint or any related matter be supplied in advance of the hearing.  Copies of such particulars shall be supplied to all parties not later than 5 days prior to the hearing.

$1·        The complainant may be accompanied to the hearing by one other person.  This may be a relative, teacher or friend. Legal representation will not normally be appropriate.

$1·        If possible, the Panel will resolve the complaint immediately without the need for further investigation. 

$1·        Where further investigation is required, the Panel will decide how it should be carried out.  After due consideration of all facts they consider relevant, the Panel will reach a decision and may make recommendations, which it shall complete within twenty eight days of the Hearing.  The Panel will inform the complainant of its decision by a pre-agreed method of communication (letter, email, fax) and the reasons for it.  The decision of the Panel will be final. The Panel’s findings and, if any, recommendations will be sent in writing to the complainant, the Headmaster and, where relevant, the person complained of.  A copy will also be held on file in the School Office.

$1·        We will always endeavour to resolve a complaint to the complainant’s satisfaction or with another appropriate outcome which balances the rights and duties of pupils, without unreasonable delay.

$1·        Pupils will never be penalised for making a complaint in good faith.

The complainant can be assured that all concerns and complaints will be treated seriously and confidentially. Correspondence, statements and records will be kept confidential except where the Secretary of State or a body conducting an inspection under Section 162A of the 2002 Act requests access to them or where any other legal obligation prevails.

It is the policy of the School to keep a record of all complaints made for at least three years.  These will be made available to Ofsted and ISI on request together with a written record of all complaints made during any specified period together with a note of the action that was taken as a result of each complaint.

It should be noted that, if still unsatisfied, the complainant may wish to speak directly to OFSTED who can be contacted at:

OFSTED, Piccadilly Gate, Store Street, Manchester, M1 2WD

Tel: 0300 123 3153,

OR

ISI (Independent Schools Inspectorate at:

ISI, CAP House, 9-12 Long Lane, London, EC1A 9HA

Tel: 020 7600 0100

The School recorded no formal complaints in the academic year 2011/12